It’s time to go places

Description

Ryanair are currently recruiting for AI Chat Escalations Agent to join Europe’s Largest Airline Group.

This is an excellent time to join Ryanair as we look to grow to over 800 aircraft and 300m guests per year within the next 10 years. 

These brand new roles will allow you to Be part of something smarter. Faster. Bolder. as we are taking customer support to the next level. As we build a brand-new, cutting-edge Customer Operations Centre in Warsaw, we’re looking for AI Chat Escalations Agents to be part of this new exciting project 

This role goes beyond traditional customer service. You’ll work in a tech-enabled environment where AI handles the routine—and you handle the moments that matter. With seamless handoffs from bots to humans, translation tools at your fingertips, and the scale of serving 300 million passengers, you’ll be empowered to solve problems, delight customers, and shape the future of digital support at Ryanair.

As an AI Chat Escalations Agent, you will be instrumental in delivering outstanding support to Ryanair passengers. Your proactive approach, resolution-focused mindset, and exceptional service skills will ensure positive customer interactions, contributing directly to customer satisfaction and loyalty. This is not your regular customer service job; we are looking for smart individuals who want to make a difference, using technology to help us serve 300 million passengers.
 
As part of the application process, you will be required to complete an

• Online Assessment
• Phone Screen, and,
• Attend an in-person assessment day, which includes an interview

If successful, we have training courses starting from August 2025!

Please submit all resumes in ENGLISH only!

Responsibilties: 

• Handle escalated live chat cases passed from AI bots, providing fast, empathetic, and accurate support.
• Use internal tools and translation technology to assist customers across multiple markets and languages.
• Resolve complex queries related to bookings, flight changes, refunds, and more.
• Document customer interactions clearly and efficiently within CRM systems.
• Collaborate with team leaders, SMEs and tech teams to continuously improve the customer experience.
• Contribute to building a high-performance support culture with a digital-first mindset.

Requirements

• 1–2 years in a customer support role, preferably in a fast-paced or digital environment.
• Excellent written communication in English (additional languages are a big plus).
• A calm, customer-first approach to problem-solving, even under pressure.
• High computer literacy, fast typing skills, and comfort navigating multiple systems.
• Adaptability to work in a dynamic, tech-driven support team.
• Motivation to hit performance goals while delivering standout customer experiences.
• Flexibility to work shifts, including weekends and evenings.
• Eligibility to work in Poland, including police clearance and references. 
   

Benefits

• A vibrant, collaborative workplace in a fast-growing centre of excellence.
• Flexible shift patterns including 4-on/4-off options.
• Competitive salary and benefits package.
• Staff travel benefits across the entire Ryanair network.
• Huge potential for career progression within Europe’s biggest airline.
• Training in modern tools and AI-enhanced support systems.

Competencies